Sears RefrigeratorsConsumerAffairs Unaccredited Brand
As of 11/2017 I have not heard one word from Sears nor Consumer Affairs. Will not ever purchase from Sears again for appliances. Their customer service is bogus. Even though they know the French door refrigerator had design defects.
I bought a $3500 Kenmore (inside and parts by LG, evidently) and the compressor went out 2 years in. The first appointment was 6 days later. They came out told me I need a compressor. Of course, he had to order it and made another appointment for 10 days later. He put in compressor. Day two of new compressor and had just put food back in from ice chest & outside small refrigerator, it isn't cooling with 5-10 degrees of where it's supposed to be. Freezer is 11 degrees and fridge is 45!! Called today, no appointment for 1 week to come back out and look!! This will be 3 weeks in! What can I do? Only people to speak with are in foreign country!!
We purchased a Kenmore Elite model 74022 refrigerator in November of 2016 to replace an old Kenmore side by side. In early December of this year we noticed that we seemed to be having a lot of intestinal issues but it was flu season and didn't think much of it. Shortly after that the ice maker on the fridge quit and we noticed that some foods in the freezer were not as hard as they should be. We called a local repairman, that we trusted, as we had not taken out the protection plan. He looked at the fridge and told us the compressor was going out which was still under the 10 year warranty. So we called Sears repair service to come out and fix the problem.
It took 3 weeks for anyone to get to our place to just look at the problem. We then waited for 8 weeks for the parts to show up. Meanwhile we had to unplug the fridge as it was making so much noise, and was so warm we were afraid it might start a fire. We moved everything that was still good into our old beer fridge in the garage and have been living out of that. Thank goodness we had it. Well, finally they were able to come and fix the problem after almost 3 months of waiting. The repairmen that came were great, but something one of them said as they were working haunted me and with good reason. He said he hoped the new parts were good. They put in the new compressor, cleaned up and left. Everything looked good, fridge was running. We went about our business and came back about 2 hours later to a warm fridge that was no longer working. It hadn't worked long enough for the fridge to even cool down!!
So I called again!! That is another long frustrating experience. I won't even go into other than to say good luck at getting a live English speaking person who gives a rat's ** and is not a know it all that knows nothing. We finally realized that the intestinal issues and the higher electrical bills we had been seeing were from the refrigerator not working properly almost from the very beginning. That and we paid $320, and waited 3 months without a refrigerator with nothing to show for it, once we did realize we had a problem. I will never buy anything from Sears again. I have had it. I have never been happy with Sears repair service but bought the appliances because they were of good quality. Now the quality is also crap. I am getting a new fridge from someone that carries quality products with good service.
Purchased a side by side Kenmore refrigerator 12/29/16. Ice maker and water stopped working 1/17/18. Called Sears and the CSR kept reading from what sounded like a script every time I asked about it being just over a year old and parts already stopped working. Had enough and called a repairman in my area and appears the part the filter goes into is faulty and whole part has to be replaced. Know it’s not the filter because I replaced several filters with new filters and still not working. Very disappointed in Sears and their products. Will never buy from them again or buy any Sears product because they don’t stand behind their products. They get their CSR robots to read you scripts and no matter what question you ask, they keep telling you the same thing. I’m so done with Sears!!!
Sears Kenmore Elite refrigerator completely crashed after 2.5 years. When I called Sears for service, all I could get was a person reading a canned script about selling me a $60 per month service policy. When I finally made an appointment the service man came out and told me (after 2 weeks) that he had all the parts on his truck but had to order them anyway. I went 2 months without a working refrigerator and they still are trying to sell me a $60 per month service policy. RIP OFF! I will never buy anything from Sears again.
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We have bought a new Kenmore refrigerator 3 weeks back in a store at Austin. When it's delivered, it had some manufacturing defects (some weird patches) on the refrigerator. We called and asked for replacement. They said they can't do it. They have forced us to take 3 years of additional warranty apart from 1 year of manufacturing warranty. Worst customer service ever faced in our lifetime. I never recommend anyone to buy anything from this store. They'll talk with pleasant words for the sake of their business but nothing done in action. While buying they tempt with words we will do this and that finally after they'll make us fool. Great loss for us. Please I humbly request don't ever get trapped to Sears. Worst dealers.
My freezer broke at the end of January. I called Sears to get a repairman on February 2, 2018. While talking with the repair department, they said if I purchased a Sears Home Warranty, they would fix my already broken freezer. I explained that they were a second opinion and that the previous repairman had said the compressor was out, which was a major job. He said that all parts and labor were covered and that if need be, they would pay to replace the entire refrigerator. I also explained that I had a new job and couldn’t take time off work and wasn’t home until 6 pm each night. The customer service representative (CSR) reassured that they could come out at 6 pm at night, when I asked a few times. I purchased the warranty and was promised the repairman would be out the following night at 6 pm.
The next day I received a call from the repairman at about 1 pm saying he would be to my house soon. I explained that the CSR had made the appointment for 6 pm. He said that yes, they do that, but it’s not true. The repairmen work 8 am to 5 pm, Monday through Friday. I explained I couldn’t take time off work. He said he would do his best to do it late and would call back if it would be a problem. I didn’t receive a call so was assuming he would be here at 6 pm but when I got home there was a note on my door saying he was here a bit before 5 pm and since I wasn’t he’d canceled the appointment and I needed to make a new one. That is when I learned that the customer service department with the Sears Home Warranty department hang up on you if you say there is a problem. As soon as I would start to explain, the CSR would simply hang up.
I finally got a new appointment, for in a couple of weeks. Which meant that I lost the hundreds of dollars’ worth of food that was in my freezer. It would have been okay for the day, but not for weeks. When the service day finally showed up, a young kid arrived. He was here for about an hour and I could hear him talking on the phone. He obviously had no clue about refrigerators as I could hear him in the kitchen on his phone telling whoever he was talking to descriptive information instead of using terms. Such as “there’s a round thing about 3” long”. After a while he came to me and said he didn’t know what was wrong with it so he was going to go ahead and leave. I was astounded. I had to argue with him to even make another appointment for someone else to come out. He was just going to leave!
When the next (3rd) appointment arrived, I left work early to be at home for the repair person. When almost home I received a phone call. They had assigned the appointment to the same kid. He was calling to tell me that he wasn’t going to show up. I explained that didn’t work for me and that I’d taken time off work to meet with the repairman. After much discussion, he said he had already canceled the appointment in the system and there was nothing I could do about that but that he had rescheduled it for an emergency appointment the following day (Saturday). I said I was told that they don’t work Saturdays and he explained that they do for emergencies and that it was already in the system. "Make sure to be home from10 am to 2 pm." I stayed home all Saturday and nobody showed up.
I called the main number again and was given a 5th appointment, in another couple of weeks. I again had to take time off work. A man showed up and after spending about 3 minutes looking at the refrigerator, without taking even one part off, said it was the fan assembly and he’d ordered the part and made me a 6th appointment. The 6th appointment was on March 6, 2018. The repairman was supposed to call an hour ahead to minimize my time off work. He did call. At 2:29 pm. He left me a message saying he would be there between 2:30 and 3 pm. I left work and hurried home, calling the main number to let them know he hadn’t given an hour and that I was on my way.
I was reassured numerous times (between getting hung up on over and over again) that the appointment was still good and the repairman still had a couple of other stops to make. I arrived home to find a note on the door saying that he had been here at 2:32 pm and since I wasn’t here, he’d left. I called the corporate office and after again getting hung up on numerous times, finally got someone to call back. They agreed to send someone else out and a man finally arrived to install the part. He soon made it clear he didn’t think that was what was wrong with it, but since he was told to install the part, he would install the part. He did so, but told me not to put any food in the freezer and that if it was still warm the next morning, call to make another appointment.
In the morning it was still at 60 degrees instead of 0 degrees. I had received a text message asking how they were doing taking care of my concern and, of course, I gave them a horrible score. Someone called, I explained the situation to her. She said not to worry, she would take care of it. She called me back and said the repairman would be coming back out today. I told her that I couldn’t tell my supervisor that I was leaving early AGAIN! She said I could either do that or have an appointment on the 13th and still have to take time off that day. I told her that I would do it today, but they needed to call an hour ahead. She agreed and they did.
When the repairman got here he checked the freezer and said that it was the compressor (yes, the one that I’d originally told them it was!). He then went on to explain that Sears only covers up to $500 for a repair so he wanted a couple hundred dollars from me to cover the balance. I explained to him that when I’d purchased the policy I was told that all parts and labor were covered without a limit and that they would even replace the entire refrigerator if needed. It didn’t matter what I was told. They don’t cover more than $500 and they don’t replace products that cost more than that. He was talking to the department that takes the payments on the phone and I could hear the man say “ya, they tell customers that to get them to sign up, but it’s not true. If she doesn’t like it she can just cancel the policy and pay for it herself”.I explained to the repairman that he needed to call his supervisor because this wasn’t okay. He called her and I was told she would talk to me tomorrow. That was it. The repairman said since I wouldn’t give him more money, he was putting a hold on repairing my freezer until I called them and agreed to pay them more.
I paid for a service. It has not been provided. Instead all I’ve received is 6 times of having to take time off work and 1 Saturday sitting at home waiting for a repairman that didn’t bother to show up. My phone automatically records calls. I saved the ones of the original purchase with the CSR stating that they would cover all repairs on the freezer as well as that I would not have to take time off work. I also have numerous calls of setting up appointments that repairmen didn’t show up, etc. Their website states that they will replace an item if they can’t repair it.
To encourage purchase of their warranty, the website lists many appliances along with their costs, saying they can “help keep this money in your pocket”. It says nothing about them only paying $500 of the repair or replacement costs. I received a call from their escalations team today after submitting a complaint to their corporate office. It was not to reassure me that they would stand by their word, but instead, to explain to me that even though I'd been told one thing, Sears does it a different way. When I told her I wanted to know how they were going to fix this, she said she had just explained to me how it works but since I didn't want to listen to that (the requirement for me to pay the extra) there was nothing she could do for me.
I did finally find out that this is not even run by Sears, but by a company named Cross Country Home Warranty. I guess Sears outsources to them? Or is the parent company? Unsure. I do know they offer warranties under both names, Cross Country and Sears. I have begun the process of a class action lawsuit. If you would like to be included, please contact me at **.
4 refrigerators in 4 1/2 years from Sears! Yes, 3 LGs and now this Kenmore Elite. Compressors, circuit boards, cooling elements, multiple issues with all of them and the worst part is we bought this Elite Refrigerator 2 1/2 years ago, purchased the 2 year extended warranty and it expired back in September. I will never set foot in Sears store again, R.I.P. Sears, you’re dead to me!
I purchased a refrigerator on Jan. 23 2017 which stated on my purchase that I would received product within 3 to 5 days. But after calling every other day to get a delivery date no one was able to give me a date stating the order was pending. Customer Service would transfer me to the following numbers stating they could not assist me 1800-732-7747 then 1-866-349-4358 then transfer again 866-850-0518 then 1-800-349-4358 then 1800-479-6351 then they would start the whole cycle over and over. When I would ask to speak to supervisor the supervisor would put me hold for about 15 minutes and then randomly transfer my call to one of the number listed. So finally after my calling 50 times in a month they delivered the fridge on Feb 26, 2018. When I get home to look at the fridge it has no handles and no instructions. I called the delivery guy at ** - stated not sure why they did not put the handles on but said, “All you need is an alloy wrench..." Really!
So I called customer service and agent Faruk is stating, “If we send a tech out there will be a fee.” I asked to be transferred to supervisor and he of course hung up on me. I called back and got agent Mel. She tells me if I need an instruction book to install the handles myself... I asked her, “Are you insane?” She replied, “No. Why?” I asked her, “Have you purchased a fridge.” She responded, “Yes.” I asked her, “Did it come with handles?” She responded yes. Ok so why does my fridge not have handles. She responded, “I can send you instructions or send a tech and the earliest tech is Mar 15, 2018.” I asked to speak to supervisor Marina. She was going to put in a service request and would contact me within 72 hours. Then she has the nerve to tell me she is going to send me a survey to complete on how well she handled my complaint. I asked, “Please don't send it. Are you insane too.”
I requested a repairman to come out and look at my fridge/freezer which was not working. I was asked to pay for the repair before it even occurred so that the company could order the parts. I was uncomfortable with this and now regret moving forward. The repairman charged my visa for the repair but the company also charged my visa debit (attached to my bank account) that they had obtained to secure the visit. I was told it would not be charged and yet they did, without my authorization or knowledge. When I realized this had occurred, I contacted the customer service department immediately to rectify the situation. I was told they would not refund either charge, they would have to launch an investigation and would get back to me within 24-48 hours.
So, 48 hours later I had heard nothing. I called back to follow up and despite offering proof that both payments cleared the company still refused to refund one of the dual payments. I asked about canceling the repair altogether, because of what had transpired and they said I could but they would only refund one in the dual payments and then charge me an additional $155 for not following through with the repair! I contacted my bank manager as this unauthorized payment placed my account in an overdraft position. In addition to having negative funds, I was also charged $105 worth of overdraft fees for which Sears Roebuck also refuses to reimburse me for. So right now, all in, I am out $1067.78 with no repair work done! I have contacted my branch manager and the bank is disputing the unauthorized charge. I am so disappointed with this company. No compassion and no sense of customer service!
Started service on refrigerator in 08/2017. It's now 02/2018. Schedule another repair always a month or more away. Had my name in one account, my husband's name in another but no operator can look up both accounts & combine them for months. No one could tell me all of dates they'd been out, I knew. So we paid two deductibles plus extra for misc. parts not counting the monthly payment. Last company put in a whole new ice maker, didn't work & no return call yet. How long is this supposed to go on? I guess forever since our account is messed up. Oh, the account number itself seems to have NOTHING!
So we continue to pay with a broken ice maker. I've tried contacting Sears Home Warranty so many times I'm wanting to take this thing further. Oh by the way, on one of the service calls, day after repair? Opened the freezer and water poured out. Warping my wood floor. And that was 2 of us busting but as fast as possible. I'm stupid, I didn't file a complaint right away due to illness. Now... One more time to Sears. If nothing happens I will take this further.
Does Sears care that they get thousands of one star ratings? That many of their outsourced customer service people can only read scripts, not solve problems? That every step of the process of dealing with them is fraught with delay and misinformation? Getting our refrigerator delivered has been a week-long process of changing story and shirking responsibility. I've been buying from Sears for half a century. Never ever ever again.
Kenmore Elite Refrigerator - 2 years old. Stopped cooling. Paid 99 dollars twice to have it diagnosed. Sears came out, gave a date and left. Parts backordered never called or contacted us. We have been without a refrigerator for 4 week now and no end in sight. Technician said it's been a common thing with this model. Obviously if they don't have the parts ran OUT. It's a bigger problem than they admit. Anyway I can see why Sears is not going to last as a company. They should replace this model (Lemon). Apparently an LG in Kenmore clothing.
Purchased a new Kenmore Elite refrigerator November 2016 and purchased their Guaranteed Best Protection agreement. In December 2017 the motor started going out. Called service; technician came out early January 2018 and ordered a new motor based on the manufacture schematic showing parts for this model. Two weeks later they came back to replace the motor. They discovered the replacement part would not fit in this model, even though it was the replacement part on the schematic. Apparently this refrigerator was manufactured using some other motor. The part did not have a model number so the technician had to take a picture of the part and to send it to "Sears research."
I was told on three separate occasions by three different Sears people that the "research process" was a two stage process. The first research stage is a 24 hour search. If that doesn't work it goes to an advanced 48 hour research phase. If the part can't be found, they would replace the refrigerator. (Their Protection Plan boldly shows icons for WORRY-FREE COVERAGE, REPLACEMENT GUARANTEE, and NO LEMON GUARANTEE.) Not in my case! When I followed up on 02/02/18 I was told by a supervisor that the 24/48 hour process was not true and that the 'research process' can take WEEKS! In the meantime the noise level of the failing motor is off the charts. It is unbearable. It won't last much longer.
I have a Sears Elite refrigerator that was made using some foreign parts (not built to the specifications of the parts schematic for this refrigerator) with no markings, that "Sears Research" is trying to find with a photograph. YOU CANNOT TRUST THAT YOUR REFRIGERATOR WAS BUILD ACCORDING TO THE SPECIFICATIONS PROVIDED BY SEARS.
All I get from Sears is excuses about how they have to follow a process. This is NOT a part failure, it is a MANUFACTURING FAILURE. And, they are making it my problem. Any other reputable business would quickly replace a product that was MANUFACTURED WRONG. Think about this: They didn't even know it. What does that tell you about their quality control process. From my perspective I was misled about this product. It was not built according to the part specifications shown in the schematic. I wonder how many other parts are wrong. If I could give this rating less than one star, I would.
I purchased a Kenmore Elite Bottom Freezer Refrigerator (counter depth) in January, 2014. On December 28, 2017, both the refrigerator and freezer section quit cooling. I called Sears Home Services and scheduled an appointment. On January 2, 2018, a tech determined the compressor was bad. He ordered the parts while at my house and scheduled an appointment for January 9, 2018. The parts did not arrive in time for that appointment, so Sears cancelled that appointment and said that when the parts arrive to call back to reschedule. I was told at the time that the parts would be expedited (three days), but no guarantee they would arrive in three days??? I called almost everyday to get a tracking number for the parts. Got one on January 11, 2018 that the order processed and the parts left Huntsville, AL that day. Finally received the parts on January 16, 2018.
The tech came back out on January 17, 2018 and installed the new compressor. (By the way, when he opened the box that was delivered by UPS, the compressor was damaged; not usable). The tech said that he thought he had the same compressor on his truck and went to check. He did have the same compressor with him and installed it. The refrigerator started working (cooling and freezing) that day. On January 26, 2018, I went to get something out of the freezer and it was obvious something was wrong again. Everything was melting!!! This is so ridiculous!!! How can an appliance that is less than four years old stop working? It is apparent, with all the research that I have done on this appliance, that there is an issue with the compressors. What is Sears going to do to make this issue right? I feel that they are putting the same compressor in these machines and hoping for a different outcome. There has to be a fix! Please help!!!
Broken appliance from day 1 and 25 days later still hasn't been repaired! Dent on front and they want to offer Shop Your Way reward so I can spend more money with a company who doesn't care about its customers! Over $2000 on junk! Terrible customer service!
Our Kenmore Elite refrigerator freezer broke down (compressor) within 70 days of purchase. Sears did provide a loaner unit to get me through the repair (37 day ordeal through Thanksgiving and Christmas). Within a week of repair, the unit is broken (evaporator system) (another 3 weeks of waiting for part/repair). Sears will not provide a loaner. So for a $2,000 unit, I get nothing but food waste, expense of ice purchases, costs of waiting for service calls (5 since purchase), and a lot of customer "unservice".
I was without a refrigerator from August-December 28, 2017. I received so many runaways during my at least 15-20 calls. I have never been provided such poor service. Having a family with grandkids and living without a refrigerator for that link of time was outrageous. During the months without a refrigerator no one from the warranty company never picked up the phone to give the status of our claim. Each call I was told different stories, finally after 4 months with the assistance of the vendor that serviced our refrigerator involved on our behalf, we got our replacement still without receiving a call from the warranty company. Each month during this time our monthly warranty fee was being processed. A lesson learned, I will just call a repair company and heck with paying a unconcern, undeserving warranty company.
I purchased a Kenmore refrigerator from Sears and the compressor went out in less than two years of having it. The part was on back order and service department was backed up so I was without the unit for over a month. I was finally permitted to exchange the refrigerator for a different unit, as that unit seemed to have had a defective part (per other customer reviews on their website). However, I could only get a model of greater or equal value unless I would lose out if I got a cheaper model (they would not refund the difference or give a store credit).
I did get a new model, a KitchenAid, and this model stopped cooling within about three months. The KitchenAid contracted service company and Sears service dept both came out for the repair and the unit worked for about a week or two, then failed again. In the meantime, it takes at least a week for them to come back out for repair once parts are ordered so I am without a refrigerator again. At this point, I would strongly caution anyone against buying any appliances from Sears. In the past, we bought most of our appliances from Sears, but never again.
We called Sears Home Services to repair the ice maker on our Whirlpool refrigerator in August 31 of 2017. The appliance has an external ice and water dispenser. The repairman talked us into purchasing a whole house warranty to cover all the appliances in our home. It was not cheap, costing over $700 for a year’s coverage.
The repairman ordered a new ice maker and installed it on 9/6. Soon after he left, the ice maker started to leak. I had to put containers in the refrigerator to catch water and these had to be emptied at least twice a day to keep water from overflowing onto the floor. The repairman returned a week later and ordered a new valve for the water maker. Ten days later the part came and was installed. Soon after he left, the leaking recommenced. We turned off the water. A week later the repairman returned and ordered an additional valve and a new fan. Ten days later he installed the parts.
After he left, the icemaker still didn’t work and also the freezer compartment wasn’t freezing completely. This time he ordered a new thermostat. After the part came in, he installed it. Within two hours the water stopped working and the refrigerator compartment became so cold, it froze most everything in it. When the repairman returned on 10/31/2017, he said he had to turn the maintenance over to the Home Warranty repair people. The new repairman arrived on 11/2 and ordered two parts. He said the temperature in the fridge was 25 degrees. He was scheduled to return a couple weeks later. The parts didn’t arrive, so he was rescheduled 11/24.
The day before, I was told the service needed to be rescheduled for 12/22 because the part was on back order. The day before I was called and the caller asked me if the part had arrived. It hadn’t, so I asked the caller to figure out why. She looked it up and said the order had been canceled because the part had been back ordered for so long. She would call back with the next step. She called later and told me a part had been found locally and would be installed on 12/30. Today is 12/30 and I was called by the Home Warranty repair people to say I should call and reschedule the appointment because the repairman was ill.
So, I called to have my ice maker repaired in August of this year and four months later not only does the ice maker not work but the repair services messed up my refrigerator such that the content freezes solid. No more produce, eggs break when frozen, etc, etc. I paid over $700 for this aggravation! Every time an appointment is scheduled, I say to myself, "This time it is going to be fixed." How long do I have to continue to live with a half working appliance?
Do NOT purchase appliances from Sears, and do not use their Home Repair Services. After purchasing all of our appliances from them, we had a faulty refrigerator, a high end Samsung. I paid a lot of money to have Sears Home Repair come to fix the ice maker which was the issue. They were out no less than 8 times but couldn’t fix the issue. They refused to replace the unit, and then would not come back a ninth time because it had been more than 90 days since their most recent visit. Stay away from Sears! Terrible customer service, poor (and expensive) home repair, and no accountability throughout their organization. I’m not surprised they’re in bankruptcy. They SUCK!
Sears has been out four times to "repair" my Kenmore Refrigerator for the same issue! When does the Lemon Law come into effect? Only two years old, and going on "repair" appt. #5 Jan.12, 2018. They can't come until then!
We ordered a Kenmore Elite fridge. Delivery was scheduled for a Monday. Had a call at 8am that day to say they were on their way. Guys never showed up but instead lied and told the delivery center that we weren't home. Why could they not call to say they could not find the house??? Specific directions were on the order, also. Three people and two alert dogs were home and nobody came to our house. My partner lost a day's pay taking the day off work. Multiple calls by both of us to try to sort it out. Me taking time to step outside to make calls while at work to try to sort it out. Disgusting service from Sears. Between my partner and myself upward of 20 phone calls were made over a four day period in an effort to get this $3200, already-paid-for, fridge delivered.
Numerous conversations with customer service to probably everyone who works there including Reese, a supervisor, Elijah, Rick, Demi... Calls to the store manager, also, who was shocked that the service was so poor. One thing in their favor: they answer the phone quite quickly and we weren't kept on hold too long. Delivery was re-scheduled for the Wednesday that week. I received more texts regarding the upcoming delivery and was feeling very unsure that it would actually happen. None of the links in the texts to track your order work, by the way, completely useless. I also received numerous calls to "call regarding the delivery." I called - for the umpteenth time - and was informed, after another 25 minutes on the phone, that the only delivery we would be getting on Wednesday was for a water hose. No fridge, just the $10 water hose!!! Wow.
By this point I was about to cancel the order and shop elsewhere. After more calls, more attempts to speak to a supervisor, more explaining, and telling them I was about to cancel the order, Reese (supervisor) gave me a discount of 10% for the aggravation. The fridge was finally delivered on the Thursday, a third day taken off work, and seems to be working ok. Delivery people this time were nice enough. I hope to god that if/when we need the servicing we paid $700 for (5 year guarantee) that we don't have to go through this every time... Sears: I will never, ever, shop with you again or order anything from you. It's not worth the aggravation, stress, and time and money lost to shop with you. This paragraph doesn't even do justice to the hassle, stress and disruption your horrible service caused us. I trusted your service because, years ago, it was good but never again.
I purchase a highly rated Kenmore French door refrigerator from Sears last January. It stopped cooling on November 26th. I had to throw out 100’s worth of food. I was told it needed a compressor, and an appt was made for it to be replaced yesterday. As of yesterday the compressor still had not shipped. I called the local resort company and as luck had it they had one in the warehouse. A technician came to fix it - Except now it needs a motherboard and something else. Those parts are supposed to be here on December 29.
No clue if that will really happen or when next technician can come to repair it. The refrigerator was $2800 - if I call another repairman I void the warranty. There has been no offer to replace the food I lost, or of a new appliance since the one I have has been inoperable for a month so far. If the parts get better IF and the repairman can get here ASAP it will be 6 weeks without a refrigerator. Sears, Kenmore have no interest in customer service.
I hired Sears Appliance Repair to diagnose & repair my refrigerator. The diagnosis was it needed a new compressor. ($500) First (incompetent) technician installed compressor incorrectly. Long story short, after 4 different technicians on separate visits couldn't get the compressor to work correctly, their "team" said to call it quits, that it could not be fixed & that I needed to get a refund & left the compressor in the fridge. After spending hours on the phone & talking to multiple departments & people at Sears (each telling me something different) they told me I am not getting my money back because I still have the compressor. (WHAT?) Why did their technician leave it in my fridge? I certainly don't want it! It's doesn't work & they couldn't get it to work. I paid $500 for a compressor that does not work!
Sears took my money & I got NOTHING. I am still dealing with them trying to get my money back. Because of them I was without a refrigerator for weeks. This is the worst customer service I have ever experienced! Horrible! And to think it is a well known & trusted for so long name like Sears, who I've bought so many appliances from in the past. They have really gone down the toilet. They are not the company they used to be who were committed to good customer service. I will NEVER buy anything from them again nor use their services & will recommend the same to others.
My fridge stop working properly so I called Sears repair department. My appt was set up for Dec 12, 2017. The day before they called and left a msg to call them. Never mentioned that my appt was cancel until I called to hear that next available appt is for Dec 15, 2017. Finally the tech showed up. Can’t fix it so I order a new fridge from SEARS. Today 12/20/2017 the day that supposed to be deliver. They call to let me know that my fridge won’t be deliver until January 9, 2018. Stay AWAY from SEARS!!!
Terrible all the way around. I purchased a refrigerator back in November, the Monday it was delivered it broke within 3 hours of delivery, this was the Monday before Thanksgiving, and I was told 2 weeks before they could get someone out to fix it, great broken refrigerator for Thanksgiving, fine. Two weeks later, repair guy comes out (more time off of work I had to take) and guess what, he doesn't have the right part, why would he. I call Sears to complain and the response is, we will trade you out a new one and bring it Tuesday, I ask for the 6-8pm window, no problem ma'am. Monday time call comes in, 10am-12pm, seriously. I call again, by the way, all call go to a call center in the Philippines where to be honest, they really don't care, and I am told, you should have requested a late delivery before, huh? I DID!! "Ok ma'am, if you can wait until Thursday I 100% promise you a 6-8pm delivery slot," sure no problem.
Wednesday time call comes in, 4:45 pm-6:45 pm, WHY??? Another call to the call center where I am told the delivery won't get to my house until after 6pm, I am after all, their last stop. He promises ma'am, guaranty ma'am, after 6pm. Surprise, delivery is ahead of schedule and can deliver at 3:15pm, are you serious??? I am at WORK!!! 4:30pm I get the call, we will be there at 4:45pm and can only wait 15 minutes, so I leave work AGAIN!!! Call center calls me to make sure I am on my way home and "promises" me the delivery guy will wait until 5:15 pm, but can’t wait any longer, fine! I arrive home at 5:09pm, guy is gone, note is left and neighbor said they pulled up and left in 30 seconds, just to leave the note they were there at 4:45pm and left.
Another call to my friends in the Philippines who say the warehouse will send the delivery back out, lies, I gave up at 9pm, but the next morning when I speak to a "Manager" he argues awhile, but finally says Saturday morning the item will be delivered. Friday evening my time slot now says 6:15pm - 8:15pm SERIOUSLY!! This was done out of spite, I asked for that time ALL week, and now that I ask for morning, they give me LATE!!! Sorry Sears, I'm done, I cancelled the order and no one cares, I have been buying appliances from Sears since I was 18, I even worked for Sears when I was 16, and I will NEVER purchase anything from Sears ever again, and I will tell anyone who wants to hear it, my story! Such a disappointment, and what's so sad, and good luck talking to anyone in the USA, all voicemails, and auto transfers to a call center who has zero power and can get nothing done!
We have had our Samsung fridge for about 5 years. It's a side-by-side that is really nice on the outside and works great on the inside if you like to have to call a repairman at least once a year for the ice maker. We bought it from Sears for a good sale price. When the warranty went out within a week the icemaker wouldn't work so we called Sears... the price of an extended warranty was $180 vs a new icemaker was $360 so we extended the warranty a year hoping the icemaker would last the full year and the repairman replaced the icemaker. It didn't last but 10 or 11 months and a repairman came out and replaced it again. He told me that they are having to replace icemakers on Samsung a lot.
In another month when the warranty was out Sears called wanting to know if we wanted to extend the warranty again and I didn't bite on the sales pitch. Within 6 months again, yep, you guessed it icemakers on the blink again, I called Sears with it out of warranty and they agreed to renew the warranty for $208 so I bought the warranty with the icemaker costing just under $400 and the repairman replaced it again... 4th time in 5 years. Sears just called a while ago and said that our warranty is fixing to be out again and this time the warranty was $280 so I told them no way and that I felt I was being held hostage by Samsung and Sears warranty and that if it went out again we'd just buy a new non-Samsung brand.
The very first time it went out Samsung told me that we had to go to the dealer that sold it to us and that is what they told us even when it had to be repaired other times. So basically Samsung doesn't think very much of their appliances so that's the reason we dealt with Sears but no more, EVER. Sorry for my rant but Samsung won't ever see any of my money for a refrigerator.
I have had nothing but BAD service, appliances from SEARS. Last week my new (1.5 years old) Kenmore Elite Refrigerator went out. Does not work, compressor does not work. Now I am looking at over $600.00 repair work on this new refrigerator. This is BAD SERVICE. Tried to call them after 30 minutes on hold at customer service repair -- I had to cut off. WHY IS THIS ALLOWED? Terrible service, terrible products. I have no choice, I trusted Sears and bought all my new home appliances with them.
We purchased a $2800 Kenmore refrigerator from Sears in 2015. After 1 year it stopped cooling. We called to set up an emergency service. Apparently it wasn’t a priority because their first availability was in 2 weeks. The customer service department didn’t tell us what to do with the food inside that was rotting. We did submit for a food reimbursement but it never said what to do with the food. On the day of our service (which we had to wait at home for a 4 hour period), the technician called to say he won’t be able to make it as it was the end of the day and he was still on a job. When we asked if we would be placed at the top of the list and become the first appointment the following day, they told us we would be placed at the bottom again (another 2 week wait with rotting food). When the technician finally made it after a month of waiting, the smell was so disgusting, he put in for a new fridge.
It was delivered within a couple days with no issues. We received a food loss reimbursement and all was well. Here it is 1 year later, and the same thing happened. Only this time the technician came out within a couple days. He confirmed it was the compressor. He also stated that our particular model has a known compressor issue and even a class action lawsuit for the known compressor problem. But they are backordered and come from Korea. It takes 2 months to arrive. He said we can apply for food loss reimbursement again and a rental. The only problem is with the rental. It would be our responsibility to move our broken fridge, pay for and pick up the rental, and then return it when needed. No thanks, this shouldn’t be our job for their broken fridge. We have been using an old, small fridge in our garage for 2 months.
When the time came for our scheduled repair with the new compressor, we decided to call Sears to find out if they had a specific date. Apparently we weren’t in the system to get a repair. We have spoken with 3 different customer service reps (who all claim they have managerial duties). All of them tell us they will look into it and call us in 2 days. Yet each new person knows nothing. In the meantime, we have been without a working refrigerator through Thanksgiving and it looks like it will be through Christmas as well. Sears has ABSOLUTELY the WORST customer service we have ever experienced. Nobody seems to care what we are going through. We can’t walk into a Sears store to speak with anyone, because their customer service is outsourced to different countries. This is horrible! Glad they are going under, just worried what will happen with the future of our fridge?!
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